ACD Reporting

[jortizoconnor]

I have ACD reporting setup to print every half hour during normal business hours. When the report prints out it only shows the group 400 collective calls. How do I configure the reporting to show each acd agent individually? I copied the 400 section from my report to show below.

REPT 1
ACD AVG CALLS AVG AVG AVG AVG AVG DN AVG #-XFER AVG-TIME-POSN

DN AGTS ANSWD ASA DCP HDCP PCP WORK WAIT CALLS TIME IDN ACD BUSY MANNED

400 4 2 3 392 0 1749 2141 1144 2 15 0 0 1078 1650

 

[T1PSTN]

Check LD 2 in your NTPS. There are numbered reports, each with a different output. I believe report 4 is the one with the stats for each position. Also consult the ACD NTP for more detail on reporting.

--T1PSTN

 

[mluckie1]

It would be in LD 23 for ACD reports. I think it is the SCB but without a book I can not be certain. If you have the NTP's look in LD 23 under Schedule Block. I know that there is a seperate ACD book as well.

 

[T1PSTN]

I guess I didn't press the "3" key hard enough when I typed LD 23...

Thanks for the correction Mluckie!

--T1PSTN

 

[jortizoconnor]

It is report 4 that I need. Thanks.


--jortiz

 

[johnpoole]

at least you can get reports in 2, just not the ones you needed

john poole
bellsouth business
columbia,sc

 

[ostry22]

I read a post "ACD Reporting" (author jortizoconnor) because I need to do the same report, but I can't find report 4 in LD 2 (show each acd agent individually).
Is someone who can show me exactly how to do it?

regards
Marcin

 

[johnpoole]

that's ld 23 sir, ld 2 reports are for traffic not acd. ld 23 prt

REQ  prt
TYPE scb
CUST 0

TYPE SCB
CUST 0
CPRD 01 01  12 31
SHR  8
EHR  18
DOW  2 3 4 5 6
RFRQ 1
SFRQ 1
[COLOR=red][b]ROPT 2 [/b][/color]
PRIO 5
PAGE NO
AID  YES
IDLB 0001
IDUB 9999
LOG  999
SRPT NO
TOT4 NO

hope this helps, i don't get a chance to use the color thing very often

john poole
bellsouth business
columbia,sc

 

[ostry22]

thx johnpoole. Sorry I am a beginner. I changed ROPT=4
but I don't know where can I do this report (which LD)
for my ACD 7200?

Sorry for this question but I am very fresh
regards
Marcin

 

[T1PSTN]

You add reporting ability in LD 23.

REQ CHG
CUST 0
TYPE ACD
ACDN 7200
<enter> until RPRT, answer YES
<enter> back out to the 'memory avail bar.'

LD 23
REQ CHG
CUST 0
TYPE SCB
CPRD = dd mm dd mm = Collection period
SHR = 0-23 Starting hour
EHR = 0-23 Ending hour
DOW = 1-7 = Day of week for collection
RFRQ = 0-7 Report frequency**

**
0 = None
1 = All, every hour
2 = All, at every 1/2 hour
3 = All, every 1/2 hour
4 = JUST report 3 every fifteen minutes
5 = RPRT 3 every 15 minutes, plus '1' from above
6 = RPRT 3 every 15, plus '2' from above
7 = RPRT 3 every 15, plus '3' from above

SFRQ = 1-2 = Status display update freq.
ROPT = 1-4 = Report options (you'd enter '2 4' for rprts 2&4)
PRIO = 0-15 = Printer port
##--
--##
SRPT = no/yes = Short format for report 4
TOT4 - no/yes = Totals at the bottom of report 4

Once you've got those parameters setup, you'll need to connect a terminal or serial printer to your specified ACD printer port in order to grab the data. A PC running Procomm w/Aspect scripting can capture the queue data to files for you. There's a script out there somewhere. Look in the Aspect Tek-Tips, or possibly in this forum's archives/howtos...

--T1PSTN

 

[johnpoole]

you need a tty with user acd

REQ  prt
TYPE adan tty 5

ADAN     TTY 5
  CTYP QSDI
  GRP  1
  DNUM 5
  DES  ACD
  FLOW NO
  USER ACD
  CUST 00
  SSUP NO
  APRT YES
  XSM  NO

then point that acd group to that tty

john poole
bellsouth business
columbia,sc